Post Of­fice dis­con­nected me

The Daily Telegraph - Your Money - - READERS’ LETTERS -

I am 98 years old, dis­abled and liv­ing in a re­tire­ment home.

I am com­pletely de­pen­dent on a care line ser­vice at night. This is linked to my tele­phone lan­d­line.

I had a let­ter from my phone ser­vice, Post Of­fice Tele­coms, say­ing that it had re­ceived no­ti­fi­ca­tion that I was mov­ing home and my line was be­ing taken over by an­other user.

I hadn’t opened the let­ter at once as I was away on hol­i­day with my fam­ily. I had then pre­sumed it was about a bill, which would be taken by di­rect debit.

When I did open it and needed to ex­plain that I never had any in­ten­tion of mov­ing, I found the line had al­ready been cut off.

I do not know who could have told the Post Of­fice that I was mov­ing home. MJ, SUR­REY

Af­ter that, your house man­ager, mem­bers of your fam­ily and you your­self spent hours phon­ing from other phones in an ef­fort to get the line re­stored.

This didn’t help and you wrote to me.

I opened your let­ter late on a Fri­day and at once alerted Post Of­fice Tele­coms to this emer­gency, which could be a mat­ter of life or death.

To be fair, my con­tact leapt into ac­tion and even kept in touch with me on what was hap­pen­ing over the week­end.

You and your house man­ager were also re­as­sured sev­eral times that ef­forts were be­ing made to re­store the phone. It was re­con­nected some days later.

I un­der­stand this was com­plex as you live in a multi-res­i­dency ad­dress, which also has mul­ti­ple phone lines.

It ap­pears your line had been in­ad­ver­tently taken over by an­other provider, which had been in­structed to in­stall a new line for a neigh­bour at the same ad­dress.

By the time Post Of­fice Tele­coms found out what had hap­pened your line had al­ready been switched.

How­ever, the or­der was not yet com­pleted and the trans­fer couldn’t be re­versed un­til it had.

Post Of­fice Tele­coms said it not only had to re­store your line but also make sure that in the process it did not af­fect the lines of the other res­i­dents.

Post Of­fice Tele­coms said this was an ex­cep­tional is­sue that was not eas­ily iden­ti­fi­able.

How­ever, it ad­mits that it is dis­ap­point­ing that ac­tion seems only to have been taken when I got in touch.

Post Of­fice Tele­coms said that it is cur­rently re­view­ing its es­ca­la­tion process so that unique cases such as yours are dealt with ef­fi­ciently.

Rather than ac­cept­ing a good­will ges­ture you asked that a char­i­ta­ble do­na­tion of £100 be made to the Bri­tish Le­gion. This has been done.

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